PSS International Removals

I have so badly been let down by PSS, I had to write something here, hoping that other families will not go through what we have. They have ruined our move and caused so much stress at a time which was supposed to be the most exciting time of our lives. To top it up, we never ever received an honest apology neither from the useless “account manager” or the Managing Director. Not sure what he is managing as he never replies to any emails and the company misrepresents itself on every platform.

Before hiring PSS I have done extensive research and got the image that they are a:

family run,

leading specialist,

UK’s first choice,

experienced,

best,

professional company

who will provide us “least stressful” move possible.

LIES!

We have arranged a home survey, their employee has been to our home, seen every single thing we have and quoted us 4k. We have not taken a single thing more than we told PSS we would. As a customer we have done everything right, we were polite, done our paperwork in advance, paid our invoice in advance and waited for our moving day.

On moving day, October 2022, I was at home with my 6-year-old daughter and my husband already in New Zealand. Never knowing that our Move Manager would be on holiday – no one told me, no PSS employee actually “managed” the move.

Two PSS employees turned up just after 8 am and packed everything, told me PSS truck would be arriving at 1pm to load everything. I was fine with this as they said it would take 40 minutes to an hour to load everything to the van.

I waited till 1pm, no one arrived.

At 2pm, I emailed PSS, they said the truck would be arriving between 3pm-4pm. That didn’t happen.

So I emailed again at 4.30pm, questioning where the truck is and heard nothing. From no one.

At 5.30 pm, I was really worried. By this time, I have been indoors all day with a 6 year old and over 80 plus boxes, piled up to the ceiling, nowhere to sit, and we were leaving for Heathrow next day!

I called every single number on their website, office is shut, no emergency contacts, no one replying to my emails (no one did), by that point I thought that’s it; I have a house full of furniture, how am I going to be able to fly tomorrow?

Finally at 18.15pm some random van arrived. The two guys who came to pick our furniture & boxes up (one of them had hardly any teeth (effing and blinding) and the other one told me he was a student and only doing this job to earn extra money during holidays!) were NOT PSS employees, their van was NOT PSS van. The service I received was NOT the service I anticipated, expected & paid for. I was expecting a professional team of people turning up on time and doing a good job. Instead, I received over booked, over tired people who were desperate to get back home to have their dinner! They actually told me so!

It was chaos/circus that night, I was embarrassed as to how it’s all handled. I had to let them use the lift as there was no way they could carry all those things downstairs in the “40 minutes” they promised. When they left it was 7.45pm.

The move was not organised, all my stuff all over the building, at one point I have seen a random man helping them out. There was lots of random shouting, lots of swearing, inappropriate banter… But worst of all, the main mover told me that our stuff was going to be left in the van on the street! Overnight? You do not leave a van full of household goods out in the street!! All our stuff especially our baby keepsakes mean the world to us, and by seeing how they were treated clearly it means/meant nothing to them.

When useless Account Manager was back from holiday 8 day later, all I heard from hereI was; you have way much more stuff, you must pay another £1800. How is this our fault? We haven’t hidden any thing& taken anything extra other than what we said we would.

How as professionals they let it get to this stage:

Give us wrong estimate?

Don’t communicate?

Not manage our move?

Charge us 4k for a service you never delivered?

Send us a man in a van?

Mishandle, rush our move?

Leave our things in a van on a street overnight?

Never call to explain, apologize?

Now pressuring us to pay almost another 2k! The man in a van possibly costed me £600 at most…!

PSS only contacted us months later to blackmail either pay or we won't deliver... I cannot tell you I honestly think they must have some AI working in that office, no human decency & empathy... We had to pay the amount they were asking as we were desperate for our furniture... When our things arrived we realized they lost 4 boxes and the two muppets who packed our things literally chucked all stuff in boxes damaging my husbands stereo…

They hired a new Customer Service Manager 3-4 months later to talk to us but the poor woman talked to us once or twice, shocked as to how bad it was and guess what we never heard from her again.

I would rather sell all our stuff then use this company again. THEY ARE THE WORST!!!

Move size: 2 Bedroom Home Service cost: £5800

DO NOT USE!!

Such a great service until they came to pack & pick up my precious items - I paid for the ''professional packing service'' as I was already in Australia - only a sheet of brown paper was used, NO bubble wrap, NO cardboard corners or any other type of protection - these items were being sent from UK to Australia. Needless to say they arrived broken, battered & chipped - then you have to deal with all the fall out!! - apparently 'accidents happen'' NO its called NEGLEGANCE. Why pay for a ''professional service'' when no one cares and a child could do a better job. Customer care NIL - It's costing so much more to repair than their value but they are sentimental (being my mother's items) so much heartache when it could have been avoided. I've made an 'Official complaint'' which has been ignored! (despite their complaints procedure saying I should have a response in 2 days)

They also add more costs once you've paid the initial amount - they have you over a barrel - nice work!

Move size: Partial Move Service cost: £2000

We recently used PSS International Removals for our move to Queensland, Australia and we were extremely happy with the outstanding customer service From start to finish, they were friendly, professional, and courteous. The office staff were helpful and answered all our questions. The packing crew arrived on time, were friendly and cheerful, and worked extremely hard to pack all our belongings. Nothing was too much trouble. They paid special attention to fragile and delicate items. We have absolutely no hesitation in recommending PSS if you're moving anywhere overseas. They made the whole process easy and what's more, the price was highly competitive too.

Move size: 3 Bedroom Home Service cost: £6000

I chose PSS International Removals due to the seemingly amazing reviews online however it is a shame that I can only justify 1 star. I have recently moved to Canada from the Uk and required shipping across some personal items. At the start of the process all was going great, they helped me with custom forms and answered emails timely despite the time difference. However, they failed to communicate to DHL the scheduled collection date of May 25th, and a day was wasted for a missed collection. When a collection was made the next day, a delivery lorry showed up and declared that a van should've been booked and the boxes were then added to another customers collection, which the driver then stated may impact my delivery. The issues with the collection were addressed to PSS in an email of which they brushed under the rug and blamed DHL. My boxes then ended up sitting in their warehouse for a week before being shipped. Once they arrived in Canada, none of the custom forms were valid and I had to complete everything myself, from the forms to going to the airport to sort out the issue. When arriving at the airport, DHL claimed that there was errors of their end in terms of the quantity of boxes I should have as well as the fact that difficulties arose from the boxes being shipped on different days. The custom agents in Canada had to step in and help. The company was hired for the sole point of getting the boxes from point A to B as stress free as possible and that was not the case. I would not recommend using the company unless you want to be stressed and have to deal with things yourself.

Move size: Partial Move Service cost: £900

What started out good, turned really bad. Pss could nor clear things through customs, washed hands of it leaving us to fork out a lot more money to third party. Others had to clear customs and deliver costing us over 2000 euros extra. Pss basically left us in the learch to sort out and refused to look at recompense, they think they did nothing wrong! Not their fault. (Comments like 'this has never happened before' ) not helpful. Unfortunately we will have to seek through the legal system

Move size: Partial Move Service cost: £1800

Avoid at all costs. Can’t give them one star because at least my packages arrived (although weeks late), but this company is a disaster at every step along the way. I was told my price was an “estimate” and they would weigh and measure the packages after delivery. That never occurred, and I never received a new invoice. They got my delivery address wrong on the waybill despite me calling and emailing to correct. I was guaranteed a two-hour pickup window be fire purchase. After purchase, I was given a seven hour window instead, and the pickup still didn’t come within that window. My shipment was accidentally categorized as commercial and I went through hell with DHL trying to properly categorize it as personal. I still haven’t been refunded the extra charge for “commercial” shipping. Customer service is polite on the phone but does next to nothing to help after hanging up. I must have called PSS at least 20 times before my shipment was delivered. After all this, they admitted wrongdoing and offered a £35 refund. That’s approximately 7% of what we paid, and doesn’t even reimburse me for all the time and money I spent on long distance phone calls.

Move size: Partial Move Service cost: £450

We can't begin to say how bad the service from this company was. They initially go to great lengths to present the company as experienced and skilled in international removals, providing a professional service and how they will keep you informed throughout the move...DO NOT BE TAKEN IN! They charged for every little thing, demanded upfront payments at every stage in the process before they would progress the removal, sent incorrect invoices and dragged their feet throughout the whole process. When the container EVENTUALLY arrived in Brisbane, we had to pay $850 to have 3 pine cones removed from an artificial christmas tree and for part of our outdoor furniture to be cleaned as some dirt and a few old leaves had been found underneath it - when our possessions were being packed, the PSS removal staff assured us that they inspected all items to avoid such issues - obviously not! To add insult to injury, when our possessions were delivered and we found several damaged items,PSS demanded a £100 fee to cover the cost of"handling" our claim - we were told that this was stated in the document which was signed at the outset. The cover is NOT insurance cover....PSS take your substantial premium and state that they will provide the cover....Believe us, this nothing other than a money making scam by PSS. We spoke to the owner of a removal firm here in Australia who found this completely unprofessional.

We met another couple in Australia who had also used PSS and were equally disgusted with the service and are currently in dispute over damages incurred.

There are numerous other failings by this firm we could list, all of which are just too many to mention. Suffice it to say that, having paid well in excess of £12k. we were seriously depressed and stressed throughout our dealings with PSS and would NOT recommend using this company to ANYONE!

Move size: 4 Bedroom Home Service cost: £13000